Relationship Banker I - Milford - Bilingual Preferred

Work Location: Milford, Massachusetts, United States of America. Hours: 40 per week. Pay Details: $22.50 - $29.00 USD per hour.

About the Role

The Retail Banker I is a customer liaison integral to delivering TD’s brand promise by utilizing financial expertise and consultative advice to assist customers with their banking solutions and needs. This role contributes to the achievement of business objectives that enable growth through identifying appropriate TD solutions that help customers achieve their financial goals and optimize their relationship with TD.

Depth & Scope

• Proficient in products, services, and routine transactions to identify opportunities to educate customers on bank products and services or refer them to appropriate team members or internal bank partners, ensuring a positive customer experience.
• Requires broad knowledge and understanding of the full product suite, services, and processes of the business area, characterized by low to moderate complexity and risk.
• Establishes and nurtures customer relationships by displaying product knowledge, actively listening to customer needs, and engaging in additional conversation to identify further needs, offering solutions or partner referrals.
• Makes product recommendations based on customer needs, highlighting features and benefits that support customers through challenging times, life events, save time and money, and exceed their needs.
• Utilizes customer relationship management tools to proactively play a key role in customer assessments, identify solutions, and lead-focused outbound sales activities.
• Independently resolves customer issues, errors, and problems, escalating when necessary.
• Builds working relationships with customers and explains detailed and/or complicated information.
• Participates in customer outreach, servicing, and advice activities to deliver on TD's "unexpectedly human" promise.
• Engages in conversations with customers about loan products and facilitates application intake.
• Must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).

Requirements

• High School Diploma or GED.
• 1+ years' experience working with customers and/or sales in any capacity, or equivalent demonstrated through volunteering, education, or military experience (preferred).
• Teller experience preferred.
• Must complete teller training upon hire to take customer transactions.
• Demonstrated ability to engage in customer conversations while educating them on products and services (preferred).
• Excellent communication skills with the ability to be concise, clear, and consistent.
• Demonstrated organizational skills to handle multiple tasks in a fast-paced environment.
• Demonstrated ability to schedule and prioritize work.
• Demonstrated ability to work independently and within deadlines.
• Sound judgment in decision-making and effective problem-solving.
• Proficient in Microsoft Office.
• Notary License (preferred).
• Must be eligible for employment with a covered financial institution under Regulation Z of the Truth in Lending Act.
• Must be eligible for registration as a registered mortgage loan originator with NMLS.
• Satisfactory results on a criminal background check and credit report check, and statements/certification from the job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law.

Responsibilities

Customer Accountabilities

• Delivers a legendary experience by helping customers, building relationships, and providing service and advice.
• Understands and supports the Bank's Customer Service Strategy; delivers end-to-end advice by building trust with educational content and tools, providing consultative support, and advocating for customers with proactive insights and recommendations.
• Serves as a customer advocate in improving customer financial confidence, providing resolution, and offering proactive tips and insights on saving time and money.
• Consistently executes appropriate behaviors to deliver a legendary customer experience that is "unexpectedly human" through effective problem resolution or providing sound advice that yields a solution.
• Engages in lobby leadership by orchestrating customer flow, warmly welcoming customers, discovering initial needs, and guiding them appropriately.
• Understands customer preferences with banking and educates them on self-service options that meet their needs.
• May act as a point of escalation for customer questions or concerns.
• May perform a variety of teller transactions including check cashing, deposits, transfers, and withdrawals while monitoring fraud mitigation and adhering to operational policies and procedures.
• Considers the impact of decisions on the well-being of TD, its customers, and stakeholders.
• Acts as a brand champion both internally and externally.
• Recognizes transaction needs and educates clients on self-service channels, including digital options.
• Brings a genuine self and turns each banking transaction into a personalized interaction.

Shareholder Accountabilities

• Ensures compliance when completing operational activities in accordance with company guidelines and regulations such as the Bank Secrecy Act and Patriot Act to minimize risk and protect the customer.
• Participates in the store's daily operations to ensure alignment with TD's risk framework.
• Understands and applies operating policies and procedures.
• Supports the timely and accurate completion of business processes and procedures.
• Escalates non-standard or high-risk transactions/activities as necessary.
• Ensures documentation prepared/completed is accurate and properly reflects client/business intentions, consistent with relevant rules/regulations.
• Ensures necessary due diligence to support the accuracy of all customer transactions/activities.
• Knowledgeable of and complies with the Bank Code of Conduct.
• Contributes to business objectives for Operational Excellence by fully understanding accountability in driving an operationally sound location.
• Executes with excellence by adhering to all risk and control policies/procedures.

Employee/Team Accountabilities

• Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation, and teamwork, and ensures timely communication of issues/points of interest.
• Supports the team by continuously enhancing knowledge/expertise in own area and participates in knowledge transfer within the team and business unit.
• Participates in personal performance management and development activities.
• Keeps others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activities.
• Contributes to a fair, positive, and equitable environment that supports a diverse workforce.
• Acts as a brand ambassador for your business area/function and the Bank, both internally and/or externally.
• Utilizes feedback through coaching sessions to demonstrate stronger performance.
• Establishes relationships with partner bankers to make effective referrals.
• Contributes to a positive work environment by aligning to TD's Model, Brand, and Culture by participating fully as a member of the team.
• Collaborates with team members in contributing to the success of the team and organization.
• Actively seeks opportunities to improve delivery of work with high attention to quality standards.
• Actively takes ownership of own career and aspirations, seeking out diverse feedback to continuously develop and enhance skills.
• Positively embraces change.
• Adheres to and participates in TD's Shared Commitments and code of conduct expectations.
• Engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda and creates an extraordinary employee experience.

Physical Requirements

• Domestic Travel: Occasional (1-33%)
• International Travel: Never (0%)
• Performing sedentary work: Continuous (67-100%)
• Performing multiple tasks: Continuous (67-100%)
• Operating standard office equipment: Continuous (67-100%)
• Responding quickly to sounds: Continuous (67-100%)
• Sitting: Frequent (34-66%)
• Standing: Frequent (34-66%)
• Walking: Occasional (1-33%)
• Moving safely in confined spaces: Occasional (1-33%)
• Lifting/Carrying (under 25 lbs.): Occasional (1-33%)
• Lifting/Carrying (over 25 lbs.): Occasional (1-33%)
• Squatting: Occasional (1-33%)
• Bending: Occasional (1-33%)
• Kneeling: Occasional (1-33%)
• Crawling: Occasional (1-33%)
• Climbing: Occasional (1-33%)
• Reaching overhead: Occasional (1-33%)
• Reaching forward: Occasional (1-33%)
• Pushing: Occasional (1-33%)
• Pulling: Occasional (1-33%)
• Twisting: Occasional (1-33%)
• Concentrating for long periods of time: Continuous (67-100%)
• Applying common sense to deal with problems involving standardized situations: Continuous (67-100%)
• Reading, writing, and comprehending instructions: Continuous (67-100%)
• Adding, subtracting, multiplying, and dividing: Continuous (67-100%)

Benefits

TD's Total Rewards package reflects investments to help colleagues and their families achieve financial, physical, and mental well-being goals. It includes:

• Base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan).
• Health and well-being benefits.
• Savings and retirement programs.